Job Summary

Responsible for IOA Bond Account Management activities while under Producer direction, including: Client service and communication; team leadership; directing daily tasks and work activities of the Account Assistants/CSRs; team productivity, quality, and service levels; implementation of client bond policy administrative processes, tracking, renewals, new policy set-up, invoicing, accounts receivables monitoring, and policy review; data management/entry; Producer communication; team and individual professional development; identification of sales opportunities; IOA core values.

Key Responsibilities

• Lives and champions IOA core values at all times, demonstrating the highest levels of personal character, integrity, and servant leadership.
• Under direction of a Producer, manages an assigned book of business, meeting all performance requirements regarding production, quality, and service, and ensuring that no liability associated with errors and omissions occur.
• Delivers outstanding client service at all times, including proactively anticipating client needs, maintaining frequent and professional client communication, and responding quickly to any service requests.
• Provides leadership to account team, demonstrating a strong work ethic, positive attitude, and willingness to assist others at all times.
• Exercises discretion and independent judgment to ensure beneficial outcomes for clients and IOA.
• Directs day-to-day activities and work flow of Account Assistant(s) and CSR(s), including making work assignments, delegating tasks, communicating performance expectations, monitoring execution to ensure performance requirements are met, and recommending corrective actions when needed.
• Actively seeks to grow IOA business, including identifying and acting on sales opportunities.
• Tracks policy expirations for existing clients, and works proactively to ensure appropriate actions are taken to facilitate renewals.
• Monitors Accounts Receivables reports and takes action on any delinquent accounts.
• Manages new business and policy renewal process in conjunction with Producer, including:
  • Preparing complete, accurate submission applications and submitting them to carriers.
  • Evaluating pricing.
  • Binding coverages, including securing signed indemnity agreements and applications per IOA procedures.

Ø Maintains agency automation system to ensure accuracy and currency of data.

• Creates and distributes client invoicing for any new business, renewals, or premium bearing transactions, and collects outstanding balances due.
• Prepares and facilitates execution of client premium financing contracts.
• Monitors and maintains pending action items (suspense), taking any necessary action to ensure completion within required time frames.
• Manages a variety of administrative tasks, including timely bond processing, endorsements/riders, cancellations, reinstatements, and other related items.
• Maintains frequent, transparent communication with Producer(s) regarding individual and team client service and policy administration activities, ensuring he/she is fully informed.
• Assists with facilitation of client claims processes as needed.
• Develops and maintains positive carrier relationships.
• Quickly and responsibly alerts Operations Management to any individual or team performance/ professionalism issues, collaborates as needed regarding any corrective actions to be taken, and supports and participates in implementation when requested.
• Acts as back-up for teammates as needed, covering for others in their absence and ensuring overall team service excellence.
• Constantly looks for, recommends, and implements process improvements and best practices to improve individual, team, and organizational effectiveness.
• Serves as Account Management subject matter expert for team, answering questions, providing support, and developing solutions to client problems.
• Monitors Individual performance to ensure productivity, efficiency, quality, and service standards are met.
• Assists with initial/new hire and ongoing training support within team.
• Encourages and participates in ongoing growth and professional development of all operations personnel within team.
• Actively promotes IOA culture and a positive work environment at all times, including participation in team building and other activities.
• Maintains frequent and transparent communication regarding individual performance and activities with supervisor, and seeks, accepts, and implements performance coaching.
• Works effectively with Producers, seeking input and developing win-win solutions to any operations related process, service, quality, or productivity issues.
• Complies with all company work rules, standards, and policies and procedures at all times.
• Maintains high degree of technical competence and industry/market expertise.
• Ensures professional skills are continuously improved by actively participating in internal/external development opportunities.
• Develops and maintains positive, productive relationships with IOA leadership, peers, co-workers, teammates, and employees.
• Performs other duties as assigned.

Required Competencies, Skills, & Experience

• 5+ years of industry experience
• All required active licensing
• Exceptional customer service skills
• Excellent multi-tasking, organizational, delegation and decision-making skills
• Outstanding verbal/written communication skills